Application Operations (Digital)*

Overview

Application Operations & Service Stability

• Ensure end‑to‑end operational stability, availability, and performance of digital applications (App, Web, APIs, CRM, ERP).
• Drive proactive service monitoring across application, database, infrastructure, and network layers using enterprise monitoring tools (e.g., Dynatrace, ManageEngine).
• Identify service degradation early, initiate corrective actions, and prevent impact to business services.
• Continuously assess operational health and highlight architectural or solution weaknesses impacting long‑term sustainability.

Monitoring, Observability & Continuous Improvement

• Establish best‑in‑class observability practices, defining meaningful service metrics, thresholds, and alerts aligned to business KPIs.
• Own continuous improvement initiatives to uplift monitoring maturity from reactive to predictive and proactive operations.
• Identify sub‑optimal or fragile solutions and drive their transformation into resilient, scalable, and high‑performing platforms.
• Promote operational excellence by embedding learnings from incidents, trends, and performance analysis into service enhancements.

Incident Management, RCA & Remediation

• Lead and coordinate response to major incidents, ensuring rapid containment, communication, and service restoration.
• Own post‑incident Root Cause Analysis (RCA), ensuring clear identification of root causes and contributing factors.
• Drive remediation actions to closure and enforce controls to eliminate repeated incidents.
• Track incident trends and systemic issues, escalating structural risks and recommending corrective measures.

Change, Release & Production Governance

• Act as the production gatekeeper for new changes, releases, and deployments to safeguard live environments.
• Establish and enforce well‑defined governance controls for production changes, including readiness validation and risk assessment.
• Oversee production deployments to ensure minimal disruption, rollback readiness, and service continuity.
• Continuously strengthen release and change controls to balance delivery velocity with operational stability.

Disaster Recovery, Resilience & Continuity Management

• Own Disaster Recovery (DR) plans, runbooks, and recovery procedures for all B2B services.
• Ensure DR strategies, RTOs, and RPOs are aligned with business criticality, regulatory expectations, and contractual obligations.
• Plan, coordinate, and execute regular DR tests, documenting results, gaps, and improvement actions.
• Ensure lessons learned from DR exercises and real incidents are embedded into operational processes and system designs.
• Maintain DR documentation and evidence to support audits, regulators, and risk committees.

Service Performance Reporting & Stakeholder Communication

• Own regular reporting on service availability, performance, incidents, and operational risks to management and business stakeholders.
• Translate technical operational metrics into clear, business‑relevant insights and actions.
• Maintain transparent communication during incidents and service issues, ensuring stakeholder confidence and alignment.
• Collaborate closely with digital, delivery, infrastructure, and security teams across the service lifecycle.

Vendor & External Stakeholder Management

• Manage operational relationships with external digital partners and technology vendors from a services perspective.
• Ensure vendor services meet contractual SLAs, quality expectations, and operational standards.
• Challenge vendors on root causes, remediation quality, and long‑term operational improvements.
• Align vendor delivery with the bureau’s operational, governance, and resilience expectations.

Audit, Risk & Compliance

• Own remediation of audit findings related to application operations, availability, and controls.
• Drive resolution with technical teams and vendors within agreed timelines.
• Transform operational processes by establishing preventive controls to avoid repeat audit observations.
• Maintain operational documentation, runbooks, escalation matrices, and evidentiary artifacts to support audits and compliance needs.

Innovation, Automation & Future‑Ready Operations

• Actively seek and drive adoption of innovative solutions to streamline and modernize application operations.
• Champion automation initiatives such as Agentic AI, AIOps, and RPA to reduce manual effort and improve responsiveness.
• Evaluate emerging operational technologies and lead their controlled adoption into production environments.
• Contribute to the evolution of operations toward intelligent, self‑healing, and scalable service models.
• The responsibilities and duties outlined above are not exhaustive and may evolve over time.
• The role may require additional tasks and responsibilities as assigned by the line manager or higher authorities, in alignment with organizational needs.

Education

• Bachelor’s degree in Computer Science or Engineering
• Master’s degree in Computer Science, Software Engineering
• Proficient in English
• Proficient in Arabic
• Proficiency in Russian, Turkish and Central Asian languages is a plus

Experience

• Minimum of 10 years of experience as Software Engineer, System Engineer, Support Engineer, or Solution Architect
• Minimum of 5 years of managerial experience
• Good understanding of database systems (Azure Cosmos DB, Azure SQL Database)
• Good understanding of networking & firewalls (F5, Palo Alto, Fortinet, Azure Front Door, Azure Networks)
• Strong understanding of Azure cloud infrastructure (Azure IaaS, Azure Blob Storage, Azure Compute, Azure PaaS, Azure Web App, Azure AKS, Azure Functions, Azure Logic Apps, Azure DevOps)
• Strong understanding of digital solutions, iOS apps, Android apps, web/portal technologies, API gateways (Mulesoft, Azure API Management)
• Good understanding of MS Dynamics CRM and ERP

Why Join Us?

• Opportunities for continuous learning, certifications, and professional development.
• Dedicated to building a diverse and inclusive workplace where everyone feels valued and empowered to be their authentic selves.
• Committed to building a stable, forward-thinking organization where innovation thrives.